Question : Case Study 13:
IJK Retail is a chain of retail stores. The company aims to maintain consistent customer service standards across all its outlets.
Question:
Which type of control is IJK Retail likely to implement to ensure consistent customer service standards?
Option 1: Feedforward control.
Option 2: Concurrent control.
Option 3: Feedback control.
Option 4: Financial control.
Correct Answer: Concurrent control.
Solution : The correct answer is (b) Concurrent control.
In the context of IJK Retail aiming to maintain consistent customer service standards across all its outlets, concurrent control is the more appropriate type of control. Concurrent control involves monitoring and adjusting ongoing activities in real-time to ensure that they are aligned with the desired standards.
For IJK Retail, concurrent control would involve actively monitoring customer service activities as they happen in each outlet. This could include using technology, such as mystery shoppers or real-time customer feedback systems, to assess customer interactions and service quality in real-time. By identifying deviations from consistent customer service standards as they occur, the company can quickly intervene, provide immediate feedback to employees, and make necessary adjustments to ensure that the desired standards are being met across all outlets.
Question : Case Study 6:
Question : Case Study 20:
What would be the first step for IJK Retail in the process of controlling?
Option 1: Setting customer service standards.
Option 2: Measuring customer satisfaction.
Option 3: Comparing sales data with targets.
Option 4: Taking corrective action.
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